June 2025 marks an important milestone for us; one that we wished to honour with a parliamentary reception within the halls of Westminster, along with a timely call to action for organisations and Government alike. The event marked five years…
Our CEO Jo Causon returns once more to BBC Radio 5 Live's Wake up to Money, where she talks to Sean Farrington about the normalisation of 'uncertain times', and what businesses need to do keep trading and innovating in…
As many of you will know by now, I am a firm believer that service is essential in futureproofing against uncertainty and the key to unlocking the UK’s route to a productive and growing economy. Between the usual economic headlines…
Despite a rocky start to the financial year, data on the UK jobs market earlier this week provided some timely relief from lingering economic gloom. Encouragingly, job vacancies saw the fastest monthly increase in three years – a promising sign for business…
A significant amount of coverage on the Spring Statement this week has focused on the difficult decisions the Chancellor has had to make and the uncertain environment in which she has had to make them. Rachel Reeves may have regained…
This week, we have again seen the Government push for a reduction in what they have termed excessive regulation. The Prime Minister wrote in City AM that successive governments have “layered regulation upon regulation on companies and investors, increasing complexity and cost”…
Those of you who attended our Annual Conference will have heard me talk about the four pillars of the Service Nation: customer service as a business asset, a valued profession, a catalyst for a fairer society and a driver of…
It was a pleasure to welcome so many of you to the Institute’s 15th Annual Conference this week. Coming together to share our service stories – both the successes and learnings – served as a reminder of the “why” behind…
Regular readers of these weekly missives will know that I often reflect on the challenging times we are now living in. Just last week, I touched on the impact of this for UK businesses. In reality, though, it’s true…
The Heathrow debate has reared its head once again, owing to the Government’s backing for a third runway and this week’s calls for a review of the way it is regulated, as passenger charges rise and operating standards fall. Those in…